Give Interactive ยท 5 hours ago
Sr. Systems Support Engineer
United States
Full-time
Remote
Senior Level
5+ years expGive Interactive is a software company providing technology solutions to community foundations across North America. The Senior Systems Support Engineer is responsible for assessing and resolving incoming support issues within the platform, ensuring high-value support, and driving improvements across support workflows and system reliability.
CommunitiesFinTechFunding Platform
Responsibilities
Troubleshoot and research application issues through functional testing and reviewing technical logs (GCP, AWS)
Communicate clear and concise technical details regarding in-system issues that may require development intervention
Collaborate with Project Managers and team leads to provide use cases and supporting documentation for development tickets
Categorize and track support requests to identify recurring issues and systemic trends
Monitor application logs, scheduled job logs, and status logs for anomalies, error patterns, or delivery failures, and escalate as needed
Proactively recommend platform or process changes to reduce support volume and improve platform stability
Write advanced SQL queries to manually resolve user data issues
Review, test, and validate SQL written by other support team members before execution in production environments
Partner with Financial Analysts to investigate and resolve transactional or balance-related data issues using SQL
Collaborate with Business Analysts and developers to define manual support processes for resolving complex data issues
Maintain clear, up-to-date documentation for support procedures and data correction workflows
Execute and test scripts and APIs in development environments related to support needs
Establish proactive monitoring processes and create dashboards to identify system anomalies
Analyze recurring issues and propose technical or process solutions to reduce support volume
Contribute to architectural discussions, especially those impacting system support and maintenance
Qualification
Required
5+ years of experience in technical/system support or platform operations
Advanced proficiency in SQL and database management (PostgreSQL preferred)
Familiarity with application development concepts; experience with React and GraphQL is a plus
Strong understanding of cloud environments (GCP, AWS), including cloud log analysis
Working knowledge of web services, APIs, and data formats such as XML, JSON, and JavaScript
Experience with reporting and data visualization tools (Power BI preferred)
Knowledge of networking systems and computer hardware troubleshooting
Exceptional problem-solving, critical thinking, and analytical skills
Strong written and verbal communication skills
Excellent time management and attention to detail
Experience leading support efforts or managing support processes in a SaaS environment
Preferred
Bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not required
Benefits
Flexible schedule with remote work
100% Medical Insurance Premiums paid for Employee-Only Coverage(High-deductible health care plan)
Paid Time Off (Unlimited PTO policy for full-time employees, with manager approval.)
Short-Term & Long-Term Disability Insurance
Employer Match 401 (k) Contributions
All equipment needed for the job is provided by the company
Company
Give Interactive
Give Interactive is a fintech platform for community foundations, their donors, and charities for increased impact.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Lucas J. Cherry, CPA
Chief Executive Officer
Sam Hoefer
Chief Technology Officer
Recent News
Company data provided by crunchbase